Terms of Service

1. Who we are and acceptance

Zailor is a product operated by Workbits ("Workbits", "we", "us"). These Terms of Service ("Terms") govern access to and use of the website zailor.io, the application at app.zailor.io, the chat widget, the APIs and Zailor's integrations (the "Service") by the business or professional who creates an account ("Customer") and by the people the Customer invites to use the account ("Users").

By creating an account or using the Service, you confirm that you have read and agree to these Terms and to the Privacy Policy. If you use the Service on behalf of a company, you confirm you have authority to bind it to these Terms.

2. The Service

Zailor is a customer service and relationship platform that brings messages from channels such as WhatsApp, Instagram, Facebook Messenger, email and website chat into a shared inbox, with automation, artificial intelligence, contacts, reports, help center and campaign features. Available features may vary by plan and may evolve over time.

3. Account and access

• To use the Service you must be at least 18 years old and legally capable, and use Zailor for professional or business purposes.
• You must provide accurate information and keep it up to date.
• You are responsible for keeping your credentials confidential and for all activity in the account, including by Users you invite. Notify us immediately of any unauthorized use.

4. Acceptable use

When using the Service, you agree not to:

• send spam, unsolicited messages or messages to people who have not given the opt-in consent required by channel policies and the law;
• violate the WhatsApp Business Policy, the WhatsApp Commerce Policy, Meta's Platform Terms, Instagram and Messenger policies, or the terms of any other connected channel;
• process personal data without an adequate legal basis or in breach of the LGPD, the GDPR or other applicable laws;
• send content that is illegal, misleading, fraudulent, discriminatory, infringes third-party rights or contains malware;
• attempt to access third-party accounts or data, bypass limits or security measures, reverse engineer the Service or overload its infrastructure;
• resell or make the Service available to third parties without our written permission.

5. Third-party channels and services

Channels connected to Zailor (such as WhatsApp, Instagram, Messenger and email providers) are provided by third parties and are subject to those providers' terms and policies. You are responsible for keeping your accounts with those services in good standing. Fees charged by third parties, such as WhatsApp Business Platform message fees set by Meta, are not included in Zailor's price unless expressly agreed. We are not responsible for outages, API changes, restrictions or bans applied by those third parties.

6. Customer data and content

The Customer retains ownership of all content and data it enters into the Service or receives through connected channels ("Customer Data"). The Customer grants us a limited license to host, process, transmit and display Customer Data only as needed to provide the Service.

For personal data of the Customer's contacts, the Customer is the controller and Workbits acts as a processor, as described in the Privacy Policy. The Customer is responsible for informing its contacts about the processing and for having a legal basis to process that data. On request, we can sign a data processing agreement (DPA).

7. Artificial intelligence features

AI features such as Captain generate replies automatically from content provided by the Customer and may contain inaccuracies. The Customer decides where to enable them, should review their settings and the knowledge base content, and is responsible for the use of replies sent to its contacts.

8. Plans, trials and payment

We may offer a free trial, with the duration and limits shown at sign-up. Paid plans are defined in a specific proposal or order stating the price, payment method and term. Non-payment may lead to suspension of access after prior notice. Prices may be adjusted with reasonable advance notice.

9. Availability and support

We use reasonable efforts to keep the Service available and secure, but it may be interrupted for maintenance, updates or factors outside our control. Specific service levels (SLAs) apply only when provided for in a contract. Support is provided by email at suporte@zailor.io.

10. Intellectual property

Zailor, including its software, brand, logos, design and documentation, belongs to Workbits or its licensors. These Terms do not transfer any intellectual property rights to you, except the right to use the Service as set out here. Feedback you send us may be used freely to improve the Service.

11. Suspension and termination

You may stop using the Service at any time, including by deleting your account in the app settings. We may suspend or terminate accounts that violate these Terms, channel policies or the law, or that put the security of the Service or third parties at risk, with notice whenever possible. After termination, Customer Data is deleted as described in the Privacy Policy and the data deletion instructions.

12. Warranties and limitation of liability

The Service is provided "as is". To the maximum extent permitted by law, Workbits is not liable for lost profits, data loss caused by third parties or by the Customer, or indirect damages. Workbits' total liability related to the Service is limited to the amount paid by the Customer in the 12 months before the event giving rise to the claim. Nothing in these Terms limits rights that cannot be excluded by law, including those under Brazil's Consumer Protection Code, where applicable.

13. Indemnification

The Customer agrees to indemnify Workbits against third-party claims arising from content it sends through the Service or from breach of these Terms, channel policies or the law.

14. Changes to these Terms

We may update these Terms. The current version will always be on this page with its update date. Material changes will be communicated to Customers with reasonable notice. Continued use of the Service after the effective date means you accept the new version.

15. Governing law and jurisdiction

These Terms are governed by the laws of the Federative Republic of Brazil. Where Brazil's Consumer Protection Code applies, the courts of the Customer's domicile have jurisdiction; in all other cases, the courts of the district where Workbits is headquartered have exclusive jurisdiction.

16. Contact

Questions about these Terms: suporte@zailor.io.

This English version is provided for convenience. If there is any conflict between versions, the Portuguese version prevails.